Lead a technical support team towards a professional development, goals, technologies, processes and metrics, in an environment of continuous improvement.Support upper management into decision making through data analysis. Building a strong working relationship and communication with specialized global support groups and Customer Success so we can align on quality of service delivery, collaboration, scope, tech skills, understanding of company’s priorities, their needs and deliverables, to ensure a successful operation.People and performance management - active communication with my team, run team meetings and 1on1’s to provide advice, understanding of their tasks, overcome operations obstacles, follow up on projects and set guardrails to develop their career paths and set common goals.Organization management and administrative tasks - internal and external recruitment, onboarding, job descriptions, watch over team’s tech stack and experience, scheduling, payroll, documented feedbacks, improvement plans and sanctions.

Global project implementation, process documentation, communication, training and onboarding.Account escalations management - customer's meetings, RCA documentation, initiatives of continuous improvement aligned with SLAs, plans of action to help driving a sustainable operation.Performance management - KPI and SLAs Reporting, feedbacks, coaching and workflow alignment.Lead role for infrastructure technical support and system administrators in Public and private Cloud environments - L1 and L2 teams.

First level of infrastructure customer support - Windows, Linux, Network, DNS and SSL in dedicated and cloud environments.Operation projects support such as Quality Assurance and onboardings.

Internal controls audits for SOX Compliance.

Global operations management, process documentation and improvement, customer escalations, RCAs, client facing meetings to identify knowledge gaps, direct reporting to Global Sr Manager.Achieved a significant improvement into the customer’s satisfaction through the coordination of global teams and optimization of resolution rate in all tasks of the catalogue.Personnel development through coaching, training, productivity tracking, feedback sessions and administrative tasks such as payroll review, sanctions, scheduling and personnel recruitment.

Global Service Desk knowledge base management through KCS methodology, process and documentation improvement, creation of Knowledge Articles for Level 1 Support and End User.Successful Service Desk transition from previous provider through the coordination of Global Service Request teams and process discovery.

Hardware incident triage and/or final dispatch to field.Optimize client's resources whilst guaranteeing a first trip fix.

Lead role support for analysts in Service Request Management.Escalations management, main POC in direct contact with client.Manuals and articles creation, process improvement, workflow attainment, newcomer training, feedbacks and quality assurance.Successful transition-out to new provider.

Access management analyst - Network account lifecycle and privileges provisioning.Active Directory, Exchange Management Console and user permissions audits.

Contact centre personnel management - one-on-one support in processes and tools, calls review, payroll, scheduling, coaching, feedbacks and plans of improvement.KPIs and SLAs monitoring, continued AHT improvement and trend analysis.CSAT implementation.

Inbound calls at first point of contact, money transactions, electronic payments and prepaid cards assistance.Electronic payments and prepaid cards management.